3 Step IT Annual Report 2018 - Page 12



OUR POWERHOUSE
PERFORMS
“Seeking to provide service excellence, we have been working
systematically to become ever more responsive and proactive.
This helped us retain and refresh our lifecycle relationships and win
new business as well.”
Marko Tarkiainen
Finland is the largest business in our ten
countries, so it has a big effect on overall Group
performance. In 2018, Finland had a record
year: revenue was up 17%, way ahead of growth
in a mature technology market. A lot of this
success was due to two major contracts in our
public sector business. One was an agreement
negotiated at the end of 2017 with Hansel, the
Finnish central government purchasing agency.
This business started to flow in 2018, and will
continue over a five-year period.
KL-Kuntahankinnat Oy acts on behalf of Finnish
regional and local government clientele by
tendering framework agreements, conducting
negotiations, managing contracts and offering
clients expert services in public procurement.
We tender framework agreements on behalf
of our clients and handle the related contract
management.
sector, we achieved good rates of renewal and
also grew the business in many commercial
clients.
With a firm foundation, the new business team
is the growth engine. It enjoyed one of its best
ever years, negotiating agreements with 155
new customers. About a fifth were contracts
with large organisations: we expect each to be
one thousand devices or more over a three to
four year lifecycle. Again, a reputation for good
service is essential to win new business. To make
the most of our reputation, the new business
team has evolved a structured sales discipline.
It combines this model sales method with a
mentoring programme for each sales person.
To complement this central government
contract, early in 2018 we successfully concluded
negotiations for a framework agreement with
KL-Kuntahankinnan Oy. This is the national
procurement body of the Finnish Association of
Local and Regional Authorities. They negotiate
agreements and are responsible for contract
management and supplier performance. Like the
Hansel agreement, this was a renewed contract.
As KL-Kuntahankinnan includes quality criteria
as well as costs in their evaluation, our reputation
and the service we delivered during the first
contract were critical factors in their evaluation
and choice of 3 Step IT. This contract should help
us to grow our local government business over
the next four years.
More important than productivity for 3 Step IT,
we know the approach this team uses works well
for customers. We survey new customers shortly
after they start doing business: in an anonymous
survey, our new customers can comment freely,
with no concerns about damaging relationships.
With high levels of satisfaction, customers say
the approach was efficient for them, helping them
reach a speedy decision, to start using a service
that delivers as expected. Sales development
will adapt this approach to use it in sales training
throughout 3 Step IT.
RENEWAL & GROWTH
With major long-term contracts recently
renewed, and a consistent focus on customer
service, we see Finnish business growth
continuing in 2019.
Our business in Finland is mature, with many
established customer relationships. We depend
on providing great service to satisfied customers
to ensure business continues. As in the public
11
“WE’VE ENJOYED EXCELLENT AND SOLUTIONORIENTED SERVICE FROM 3 STEP IT. THEIR
LIFECYCLE SOLUTION MAKES IT EASY FOR
OUR LOCAL GOVERNMENT CLIENTS TO KEEP
THEIR TECHNOLOGY REFRESHED.”
RAILI HILAKARI
CEO, KL-KUNTAHANKINNAT LTD.
12

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